Senior Customer Experience Program Manager

$104,560 - $130,700/Yr

Recology - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Waste Management and Remediation Services

About the position

The Senior Customer Experience Program Manager plays a crucial role in enhancing the organization's customer experience function. This position involves evaluating existing business processes and executing improvement initiatives to ensure a high-quality customer experience. The role requires collaboration across various teams and departments, focusing on strategic planning, innovation, and the implementation of comprehensive customer experience strategies.

Responsibilities

• Assists with leading cross-functional initiatives to enhance the overall customer experience.
• Collaborates with Communications on website enhancements, social media, and any internal/external communications.
• Partners with the Operations Team to ensure proper communication is taking place with customer service.
• Partners with Talk Desk for continued improvement and rollouts.
• Monitors customer service KPIs and communicates progress to key stakeholders.
• Collaborates with learning and development to assist with training development, training rollouts, and process improvement.
• Partners with sites throughout the company to assist with developing and implementing comprehensive customer experience strategies to ensure sites are meeting their goals.
• Analyzes customer surveys (CSAT) per location to better understand how to improve the customer experience.
• Assists with strategic planning and execution of the organization's customer experience vision and goals.
• Assists with driving innovation in customer experience by leveraging customer insights, market trends, and emerging technologies.

Requirements

• Six years of experience in customer service within the resource recovery or related industry.
• Ability to work as part of a team.
• Oral and written communication skills.
• Ability to build collaborative relationships.
• Detail oriented.
• Ability to meet deadlines.
• Project management skills.
• High school diploma or GED required.
• Valid Driver's license required.

Benefits

• Paid time off and paid holidays.
• Health and wellness benefits including medical, dental, and vision.
• Retirement plans (Employee Stock Ownership Plan, 401(k) with match).
• Annual wellness incentives.
• Employee Assistance Program (EAP).
• Educational assistance.
• Commuting benefits.
• Employee referral program.